ORLANDO WILLIAMS
Summary
Dynamic Client Relationship Manager with 6+ years' experience in Sales, Account Management, and Client Relationship Management roles for Healthcare and Technology organizations. Driving top-quality customer experience and satisfaction through deploying voice of the client (VOC) expertise. Building and retaining long-term relationships by establishing positive, productive, routine communications, and achieving sales goals.
Overview
8
8
years of professional experience
Work History
Client Relationship Manager
Nuvem
05.2023 - Current
- Develop and sustain solid relationships with clients while addressing and resolving client issues by being the primary point of contact for all company products
- Coordinate the involvement of company personnel, including support, service, and management resources, to meet or exceed Client Operations performance objectives and customers' expectations
- Successfully resolve escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Perform key analyses of potential profit centers for recommendation to Clients
- Responsible for reviewing weekly, monthly & quarterly program activities regularly with the client.
- Follows up on action items from meetings, ensuring that responsibilities are clear, and deadlines are met
- Identify and grow opportunities within the territory and collaborate with sales teams to ensure growth attainment
- Assess, clarify, and validate customer needs on an ongoing basis and partner with clients to ensure retention while seeking opportunities to promote expansion of services and enhance the organization's overall efforts
- Resolve complex customer issues promptly while maintaining positive relationships with clients
- Cultivate strong client relationships through proactive communication and problem-solving
- Manage a diverse portfolio of 25+ accounts, ensuring timely communication and effective problem resolution.
- Maintain detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
Internal Account Manager
McKesson
07.2019 - 05.2023
- Responsible for an assigned book of business consisting of Partner Class Health Systems customers
- Negotiate price points directly with hospital, community, and specialty pharmacy customers, utilizing historical and competitive data
- Tracked and monitored key performance indicators to ensure successful account management
- Created detailed reports on account activity, sales metrics, and customer feedback
- Utilized analytical skills to forecast future sales opportunities based on current market conditions
- Monitored competitors' activities to stay ahead of industry trends and developments
- Coordinated with other departments such as finance or operations to ensure smooth transactions
- Maintained an up-to-date knowledge base of products offered in order to better advise customers
- Act as a trusted advisor to customers, providing expert guidance on product selection, industry trends, and best practices
- Managed multiple accounts simultaneously while maintaining a high level of customer service
- Identified and targeted high-potential accounts for prospecting and conversion, using a strategic and data-driven approach.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Digital Marketing Manager
Unified Christian Fellowship (Affiliates)
01.2018 - 07.2019
- Spearheaded marketing for UCF and all affiliated churches; including email campaigns, social media marketing, and email marketing
- Implemented best practices of marketing duties contributing towards the ongoing growth and success of Unified Fellowship Leadership and affiliated Churches
- Copywriting: Created promo emails & invitations to events, story branding, social media captions & content, content transcription, curation, editing, & distribution
- Social Media / Email Marketing: Planned, wrote, and scheduled social media posts, Curated graphics & photography for social media and email content, created & ran FB paid ads, analyze ad spending/reports from FB, IG, and YouTube, and managed FB page admins & roles
- General Marketing: Coordinated webpage development, planning for conference & event marketing, promotional emails, coordinated production of social media graphics (FB, IG, YouTube), Coordinated production of Digital assets (web banners, thumbnails, slides) Oversaw printed Materials (flyers, booklets, pdf's) Google analytics, SEO
- Created engaging content for multiple social media platforms that increased followers by 30%.
Customer Relations Manager
Better Insurance Services
01.2017 - 01.2018
- Accountable for gathering the information and recommendations for the renewal of designated accounts sixty days before renewal and for delivering renewals for designated accounts
- Received all termination cancellations, determined what action should be taken, and maintained a positive customer relationship to improve win-back chances
- Cross-selling to existing clients following the established review process
- 2017 Spotlight Award Recipient.
Education
Bachelor of Science (B.S.) in Communication -
Texas State University
Skills
- Account/Client Management
- Business Development
- Customer Success
- Digital Marketing
- Consultant
- Analytics
- Retail & Community Pharmacy
- Brand, Generic & Specialty Drugs
- Content Development
- MS Office Suite
- Salesforcecom
- Critical thinking
- Medicaid
- 340B
- Health systems
- Client Relationship Building
Timeline
Client Relationship Manager
Nuvem
05.2023 - Current
Internal Account Manager
McKesson
07.2019 - 05.2023
Digital Marketing Manager
Unified Christian Fellowship (Affiliates)
01.2018 - 07.2019
Customer Relations Manager
Better Insurance Services
01.2017 - 01.2018
Bachelor of Science (B.S.) in Communication -
Texas State University
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